Plan or limit
Use Billing and Known Limits when the product says locked, disabled, upgrade required, unavailable, or limit reached.
Troubleshooting Index
Use this index when you know what you see but not which Thalovant page owns the fix.
Start from the symptom. Do not change settings across Billing, Clients, Permissions, Runtime, and Live Map at the same time. Pick the first owner page, check it, then move only when that page looks correct.
Start Here If
Section titled “Start Here If”- you only know the visible symptom;
- search returned several possible pages;
- a support request needs one owner page;
- Dashboard and Live Map disagree;
- you need common phrases like can’t add, client offline, permission denied, map empty, or wrong voice.
Symptom Map
Section titled “Symptom Map”| Symptom or phrase | First owner page | First check |
|---|---|---|
| Button is locked | Billing and Plans | Plan item, current usage, and the message beside the action. |
| Upgrade required | Billing and Plans | Whether the action belongs to the current plan. |
| Can’t add | Known Limits | Usage and limit before changing setup. |
| Hub limit reached | Known Limits | Pro allows up to 10 owned hubs. Compare Billing usage with the limit. |
| Client offline | Clients | Active state, hub choice, connection file, and last update. |
| Connection file missing | Clients | Whether the file needs to be downloaded again, locked, or rotated. |
| Permission denied | Permissions | Linked clients, allowed actions, blocked actions, and purpose. |
| Access blocked | Permissions | Whether a blocked action overrides a broad allowed action. |
| Too much access | Permissions | Split unrelated clients and narrow allowed actions. |
| Hub missing | Hubs | Hub visibility, health, address, and client attachment. |
| Live Map stale | Live Map | Connected, stale, missing, warning, and filter state. |
| Map empty | Live Map | Filters, hidden items, live updates, and Dashboard counts. |
| Wrong language | Runtime | Skill set assignment and runtime config. |
| Wrong voice | Runtime | Speech settings, hub assignment, and blocked skills. |
| Security blocked me | Profile and Security | Two-step sign-in, recovery codes, and current browser. |
| I still need help | Get Support | Page, goal, visible status, expected result, actual result, and what you tried. |
Fast Routes
Section titled “Fast Routes”Connection
Use Clients when the client is offline, missing, stale, not connected, or the connection file is involved.
Access
Use Permissions when a client can do too much, too little, or nothing at all.
Live status
Use Live Map when Dashboard and the live view do not match.
Triage Order
Section titled “Triage Order”- Name the symptom. Use the exact visible label, warning, or status.
- Open one owner page. Use the table above.
- Capture the result. Note the item name and visible status.
- Move only if needed. Go to the next page only after the first page looks correct.
- Prepare support context. Use Get Support if the issue remains.
Need a Guided Path?
Section titled “Need a Guided Path?”Use the Troubleshooting Decision Tree when you want an interactive first-page choice. Use Get Support when you already checked the owner page and the issue remains.
Open decision tree Prepare support request